2020 On-site’s Customer Experience team is expanding! We are looking for a rockstar team member to work closely with our patients, internal teams and external partners. You will primarily help manage a large volume of phone calls, emails, and inquiries and ensure all of our patients have a delightful experience with 2020. This role requires someone who can problem solve effectively, multi-task, and is excited about interacting with our patients. If you want to be a part of a dedicated team who is changing the optical industry, then we would love to hear from you.
Role and responsibilities:
- Serve as the front line resource and advocate for all customers (patients) via phone and email
- Quickly and accurately resolve patient issues, concerns or inquiries in a highly thoughtful, positive and proactive manner
- Partner with our Retail, Eye Care and Client Success teams to appropriately triage patient inquiries and escalations
- Work closely with our outsourced lab to ensure all patients orders are accurately filled and shipped in a timely manner
- Collaborate with our Senior Customer Experience Manager and existing CX team members to create and implement scalable initiatives and procedures that consistently wow our patients and improve their overall experience
- Support our retail team with ad hoc projects as needed
Skills & qualifications:
- 1+ years experience in a customer-facing position
- Comfortable managing a high volume of phone calls and emails
- Exceptional communication skills and can work cross-functionally across teams
- Warm, friendly, and personable demeanor who can immediately put others at ease
- Ability to multi-task, prioritize and manage time effectively
- Passionate about healthcare (eye care especially!) is a must
- Experience in the optical industry a huge plus